How Retailers Can Master the Post-Purchase Part of the Ecommerce Journey

Retailers have spent the last year obsessing over each touchpoint consumers have with their brand, all with the goal of creating a differentiated, amazing customer experience. But what I often see is that all roads lead to clicking “buy,” the holy grail of the customer experience. Put another way, many merchants still believe their job ends with a transaction, which is a short-sighted way of thinking.